Knowledge and Customer Retention Manager
Envoy Global is on a mission to disrupt the global immigration process! Our patented online platform integrates the best of people and technology to streamline, simplify and expedite the immigration process for employers and individuals.
We're looking to add a new Knowledge and Customer Retention Manager to our Marketing team on a permanent, full time basis. As the Knowledge and Customer Retention Manager, you will be responsible for further developing & implementing initiatives and processes in knowledge management, whilst also managing content creation, in order to maximize customer/client retention, on a global scale.
As the successful candidate, this role will see you:
- Further developing templates, tools, and guidelines for internal and external communications across multiple platforms
- Developing processes for the documentation, creation, maintenance and updating of content aimed at enhancing and maintaining client engagement
- Researching content to be further developed and shared via media and comms platforms
- Working with the Marketing Analyst to stay abreast of customer retention as a direct result of type and distribution of online content
- Developing stronger internal processes between Marketing, IT teams, service teams and third parties to ensure efficiency of content distribution internally and externally
- Tracking local and global immigration policy changes, managing incoming requests and project managing content creation with other internal content writers
- Establishing processes for sharing information to be presented to clients via Envoy’s online App and other channels
- Managing and mentoring at least one direct report to ensure effective implementation of initiatives
- Regularly re-evaluating the effectiveness of processes and procedures on the distribution of content and customer retention
- Fostering a collaborative work environment to feed into the effective implementation of initiatives/leveraging expertise from other departments
To be eligible to APPLY for this role, you should possess the following:
- 5+ years experience in knowledge management and process development, preferably within the field of global immigration
- Demonstrated success in process analysis and creation
- Experience working cross-functionally to achieve shared objectives
- Solid organizational and project management skills
- Proven ability to manage and deliver on multiple project deliverables simultaneously
- Excellent written and verbal communication skills, including technical writing skills
- Expert in all MS Office products. (Advanced Excel, PowerPoint, Word)
- Proven success working in Wordpress, product roadmap tools, and/or knowledge management platforms preferred
- Bachelor's Degree in a relevant discipline